Service Delivery Manager, SAP SuccessFactors, Managed Services

PricewaterhouseCoopers International; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Manager, where you'll lead a dynamic team in managing client services and optimizing operational efficiency. This role offers the chance to work in a fast-paced environment, ensuring high performance and service levels are met while fostering collaboration and career development. You'll engage with diverse clients, manage service delivery, and develop innovative solutions that drive success. With a commitment to inclusivity and employee wellbeing, this organization empowers you to make a meaningful impact while enjoying competitive compensation and flexible work arrangements.

Benefits

Competitive compensation

Inclusive benefits

Flexibility programs

Qualifications

• 6+ years in a technology environment with managed services experience.
• Knowledge of ITIL processes and ability to present performance metrics.

Responsibilities

• Manage daily operations of managed services contracts ensuring SLAs are met.
• Motivate and mentor teams to deliver outstanding customer service.

Skills

End-user support

Managed services experience

ITIL support processes

Leadership

Analytical skills

Fluency in English and French

Education

ITILv3 or v4 Foundations Certification

Tools

Cloud applications

Job description

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

Meaningful work you’ll be part of

As a Service Delivery Manager, you will be responsible for managing the daily operations of one or more managed services contracts and/or cloud support services, ensuring performance standards and service levels are met.

You will interact with individuals of varying titles and skill sets, as well as with the Cloud Technology competency groups. This position is fast-paced and growth-oriented, and you will be part of a hardworking team that encourages career development, collaboration, and work-life balance. Responsibilities include but are not limited to:

• Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs, including:

• active management of tickets
• timely resolution of issues
• leading team huddles to ensure work is progressing
• management of hours worked

Motivate and mentor delivery teams to deliver outstanding customer service and adhere to defined processes and workflows. Communicate issue status, including progress updates and ticket closure.

Identify and manage performance metrics to support service goals and organizational strategies.

Work with clients to develop a backlog prioritized according to client requirements.

Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained.

Facilitate escalation and collaboration between client leads, staff, and third-party partners.

Understand and manage project financials and client contracts, including potential change requests.

Manage client transition/onboarding activities.

Work with project teams to facilitate the transition between project and support.

Develop tools and processes to help grow the Application Managed Services teams.

Experiences and skills you’ll use to solve

• Relevant work experience, including end-user support and experience with managed services.
• An interest in upskilling for a digital world and technology trends, openness to learning new tools and adapting your work.
• Experience working with front office applications.
• Knowledge of ITIL support processes and applying them in support services.
• Experience defining and improving processes, holding people accountable, and presenting performance metrics to leadership.
• Certification(s) preferred: ITILv3 or v4 Foundations Certification.
• Experience with Cloud applications is an asset.
• 6+ years working in a technology environment.
• Experience working in a consulting environment.
• Experience within a Managed Services environment.
• Experience collaborating with project teams to grow the client footprint.
• Proven leadership and ability to motivate teams to deliver innovative solutions and excellent customer service.
• Strong analytical skills to interpret data.
• Ability to articulate complex issues clearly and simply.
• A problem solver capable of managing daily and crisis situations with rational judgment and clear coordination.
• Fluency in English and French is required to support or collaborate with diverse clients and stakeholders.

Why you’ll love PwC

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be part of diverse teams helping clients build trust and deliver outcomes. This meaningful work and our development environment will elevate your career. We reward your impact and support your wellbeing through competitive compensation, inclusive benefits, and flexibility programs. Learn more at: https://jobs-ca.pwc.com/ca/en/life-at-pwc

PwC Canada acknowledges the land of the First Nations, Métis, and Inuit Peoples, and commits to allyship and reconciliation. We are dedicated to creating an equitable, inclusive community where everyone belongs. We provide accommodations throughout the application process; please inform us if needed.